I’ve mentioned before why I think measuring the effectiveness of your help desk folks by looking at the number of tickets they work alone is dumb. This week, I had a perfect example.
We had one of our pool laptops lose a hard drive this week. The replacement drive came in Thursday late in the day, so I set out Friday morning to swap the drive and start the process of installing Windows XP and all the various device drivers, getting all the updates, installing Office and all the other extraneous software (A-V, VPN, Adobe Reader, etc.) that our users might require when traveling with this laptop.
I also answered a few help desk calls/emails while this process was ongoing, but, obviously, not nearly as many as the other people working the help desk that day. If you pulled a report from our help desk software for that day, it’d look like maybe I didn’t do as much work as the other folks, when, in fact, I probably did more. It just so happens that one of my tickets was an all-day project. If we were using number of tickets as an important metric, I wouldn’t have focused on getting this laptop done, and available for our users, I would have focused on closing more tickets, because that’s what I’m being measured by.
On the other hand, I know what was better use of my time in terms of providing support, and that wasn’t worrying about the number of tickets I worked.
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